3Md - Redmond, WA
posted 4 months ago
The Customer Success Manager II (CSM II) at 3MD Inc. is a pivotal role focused on building and maintaining strong relationships with customers to ensure their success with our solutions. This position is designed for an experienced professional who will drive customer satisfaction and retention through strategic engagement and mentorship of junior team members. The CSM II will be responsible for managing complex and high-value accounts, serving as a senior advisor to key stakeholders, and leading strategic discussions that align customer goals with our solutions. In this role, the CSM II will oversee complex onboarding processes, ensuring the successful implementation of our solutions while anticipating and addressing sophisticated challenges with innovative solutions. Utilizing advanced analytics, the CSM II will monitor and improve customer health metrics, develop tailored strategies to enhance customer satisfaction, and conduct in-depth business reviews and strategic planning sessions with customers. The position also involves synthesizing customer feedback to drive product and service improvements and leading initiatives for upselling and cross-selling to maximize account growth. The CSM II will develop and implement comprehensive retention and expansion strategies, document the overall customer success adoption strategy, and drive leading metrics of success, including customer health scores and adoption rates. This role requires a strong focus on accountability, effective communication, and a customer-centric approach, along with the ability to plan, prioritize, and drive results. The CSM II will also lead cross-functional projects aimed at enhancing the overall customer experience, making this a dynamic and impactful position within the organization.